摘要
目的预约挂号被认为是缩短患者等候时间的有效手段,积极采取相应的管理措施,缩短门诊患者就诊的等候时间,提升患者的满意度。方法回顾性分析厦门市某三甲综合医院2017年7—12月份门诊患者候诊时间,分析其延长候诊的原因,对于2018年1—6月份门诊患者候诊采取积极的干预措施,建立多部门的综合管理,出诊医生准时到岗率,合理的号源设置,加强患者文明就医的宣教,完善患者就诊前评估,确保医生工作站处于最佳运行状态。对比两组的患者的候诊时间的变化。结果经过有效的管理措施后,2018年1—6月患者候诊时间较2017年7—12月缩短,患者满意度上升。结论全面开展诊疗服务分时段预约,门诊患者候诊时间缩短,患者满意度得到提高。
Objective Appointment registration is considered to be an effective mean to shorten the waiting time of patients.Actively adoption of corresponding management measures can shorten the waiting time and improve the satisfaction of patients.Methods The waiting time of outpatients in a third-class hospital in Xiamen was retrospective analyzed from July to December 2017.Active intervention measures were taken for outpatients waiting from January to June 2018.A comprehensive management of multi-department was established,the rate of doctor’s arriving on time was published,a reasonable number source was set up,the propaganda and education of patients'civilized medical treatment was strengthened,and the pre-treatment evaluation of patients was improved,optimal operation status of doctor workstation was ensured.The changes of waiting time in two groups were compared.Results After effective management measures,the waiting time of patients from January to June 2018 was significantly shorter than that of July to December 2017,and the degree of satisfaction of patients increased.Conclusion The waiting time of outpatients is obviously shortened and the degree of satisfaction of patients is significantly improved by fully carrying out the appointment of different periods of medical service.
作者
郑淑敏
钟健
李媛玲
ZHENG Shumin;ZHONG Jian;LI Yuanling(Customer Service Department,The First Affiliated Hospital of Xiamen University,Xiamen Fujian 361003,China;Customer Service Department,Department of Interventional Therapy Xiamen Fujian 361003,China)
出处
《中国卫生标准管理》
2018年第22期26-29,共4页
China Health Standard Management
关键词
数据分析
管理
预约
候诊时间
缩短
满意度
data analysis
management
appointment
waiting time
shorten
degree of satisfaction
